IBM Strategic Outsourcing Client Innovation and Delivery Update ...

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© 2015 IBM Corporation IBM Strategic Outsourcing Client Innovation and Delivery Update Issue 15 – January 2015 A regular look at new capabilities we are driving with our outsourcing clients and an ‘under the bonnet’ look at deployed continuous service improvements.

Transcript of IBM Strategic Outsourcing Client Innovation and Delivery Update ...

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© 2015 IBM Corporation

IBM Strategic Outsourcing

Client Innovation and Delivery UpdateIssue 15 – January 2015

A regular look at new capabilities we are driving with our outsourcing clients and an ‘under the bonnet’ look at deployed continuous service improvements.

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Introduction

Welcome to the latest edition of the Client Innovation and Delivery Update created for IBM’s Strategic Outsourcing clients in the UK & Ireland. The update includes summary articles with follow-up links and contacts – ranging from ‘under the bonnet’ delivery-focused continuous service improvements to wider innovation agenda topics and client examples.

From a service innovation perspective, this issue highlights several applications of the IBM Cognos Business Intelligence suite developed by IBM’s own service delivery organisation to help improve levels of service excellence.

On client innovation we highlight a case study involving cloud-based SAP service. We also feature a new IBM paper on Outsourcing and Cloud, a new Mobility & ‘Internet of Things’ Lab in Hursley plus IBM’s new strategic partnerships with Microsoft, SAP and Twitter. IBM’s ‘Extreme Blue’ accelerated innovation programme also features - with an invitation to clients to participate in 2015.

If you have a moment, please let us know what you think of this edition by visiting this link: http://ibm.biz/cidu-feedback-jan-2015 … and don’t forget that this and previous editions are also available online at

http://www-935.ibm.com/services/uk/en/it-services/outsourcing-and-innovation.html

Danny WilliamsIBM Chief Innovation OfficerStrategic Outsourcing UK and Ireland

Stephanie LaHiveIBM Client Excellence Executive, Strategic Outsourcing UK and Ireland

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In this issue….

Delivery Innovation Updates

p 4 Dynamic Automation – Preventative Maintenance

p 5 Cognos – Client Account Reporting

p 6 Client Delivery Plan Reporting

Innovation Agenda Updates

p 7 New IBM White Paper – Cloud in an Outsourcing Environment

p 8 New Mobility and Internet of Things Lab in Hursley

p 9 Device Democracy - Saving the Future of the Internet of Things

p 10 News on IBM Partnerships with Microsoft, SAP and Twitter

p 11 Extreme Blue 2015 – Call for Client Projects

p 12 Technology Innovation Exchange - March 3rd 2015

Client Innovation Projects

p 13 IBM SAP Cloud Drives Client Value

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Dynamic Automation – Preventative MaintenanceReducing server storage alerts through automated, preventative disk clean-up

IBM IT service delivery is investing in a major Dynamic Automation program with the goal of improving service quality through faster, more consistent and error-free operation. By leveraging advanced analytics and tools, greater pro-activity can be achieved, identifying and correcting issues before they impact the end user.

One early example of the deployment of Dynamic Automation is in the field of server storage monitoring. Delivery analysts determined that approximately 15% of alerts received by many support teams were due to servers running out of disk space in either operating system or customer data partitions.

Using IBM End-point Management agents, preventative maintenance automation was implemented for disk clean-up running on a weekly or monthly basis.

The pilot results shown in the graphic demonstrated an 84% reduction in ticket levels related to server storage.

As part of an on-going improvement program, analytics can then point to other common causes of service alerts to drive additional automation projects.

Client benefits of Dynamic Automation: preventative maintenance:

� reduced service alerts around storage

� improved service quality

� freeing up IT operations staff for more value add tasks

Dynamic automation: preventative maintenance is being deployed within UK & Ireland. Contact your account team for further information.

For more on this topic, please talk to your account team who will contact the IBM subject expert James Morris (UK & Ireland)

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Cognos – Client Account ReportingUsing Business Intelligence tools to report IT service performance by business process

IBM has invested heavily in analytics and business intelligence and is leveraging these tools to improve IT service delivery operations for its outsourcing clients.

IBM Cognos Business Intelligence is a powerful reporting suite which can connect and integrate multiple databases through a meta data layer, apply filters and complex calculations, then automate the production and distribution of formatted reports.

For our outsourcing clients, one recent example used Cognos to build a business process view of IT service performance for a client’s ecommerce platform. This provided a powerful end-2-end view of performance by setting up a ‘grid of graphs’.

By integrating across IBM and client databases, each cell in the grid was populated with data specific to each business process or IT resource component.

Client benefits:

� Better insight into IT service performance

� Business aligned view of performance

� Improved ability to pro-actively diagnose service issues

� Reduction in manual effort for report production

IBM Cognos Business Intelligence is being deployed on specific accounts as part of a broader program to support both account-specific and central service support functions. In our February 2014 edition, we reported on how it is also used to support server baseline validation.

For more on this topic, please talk to your account team who will contact the IBM subject expert, David Challoner (UK & Ireland)

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Client Delivery Plan ReportingUsing Business Intelligence tools to oversee IT service commitments against client business objectives

Optimal IT service provision is about delivering on commitments in a way which directly supports client business objectives. Making this linkage clear is the objective of the Client Delivery Plan (CDP) framework currently being deployed across many of IBM’s outsourcing accounts.

The CDP process not only improves the focus on business outcomes and the right IT service objectives, it also allows IBM to monitor its portfolio of CDPs centrally to ensure execution excellence and identify emerging trends.

IBM Cognos Business Intelligence is being used to support account reporting and central CDP trend analytics; IBM delivery managers can receive daily tailored reports.

These reports - with service tower breakdown - can be combined with SLA achievement data and other sources to provide a more complete view of IBM’s overall cross-client service delivery performance.

Client benefits:

� Client Delivery Plans ensure a clearer linkage between client business objectives and IBM IT service commitments

� Improved client IT service in business critical areas

� Leveraged service excellence insights across IBM’s wide client portfolio

For more on this topic, please talk to your account team who will contact the IBM subject experts, Stuart Kent (CDPs) plus Rob Daniel (Cognos automation)

CDP Score Trending

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New IBM White Paper – Cloud in an Outsourcing Environment

A new white paper from IBM explores the issues that outsourced enterprises face when considering a transformative approach to the adoption of cloud.

The paper considers why hybrid IT - cloud and outsourcing -make sense and address the challenges and concerns specific to enterprise IT functions.

The authors acknowledge cloud as a growth engine for business and agree with predictions that cloud-based IT will continue to accelerate. However, not everything will, or should be cloud-based, especially in a large enterprise. For these, a strategic mix of cloud and traditional IT models can provide the best business outcomes – i.e. the ‘hybrid cloud’.

The hybrid cloud connects cloud environments, be they public or private, with an enterprise’s traditional IT systems, improving efficiency and boosting agility and responsiveness. Although integrated, these cloud and traditional systems remain unique entities – allowing selection of the most appropriate models for each workload based upon the evolving needs of the business.

The full report is available to download online: https://ibm.biz/BdE6FE

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New Mobility & ‘Internet of Things’ Lab in Hursley

The new IBM Innovation Centre Lab is an innovative, state-of-the-art development and creative space for clients to participate in hands-on workshops and education sessions on Mobile technologies and the Internet of Things (IoT).

The lab includes IoT Foundation - a fully managed, cloud-hosted service providing application access to IoTdevices. This can be combined with Bluemix to compose analytics applications, visualisation dashboards and mobile IoT apps plus feed insights from IoT devices into enterprise applications. The lab also has a Connected Car demonstration, Mobile Device Management technologies, Presence Zones and demos of IBM Partner solutions.

The lab is designed to enable clients to benefit from the size of the Mobile and IoT opportunity. It is predicted that there will be one billion Smartphone users by 2016, and $534 billion in Mobile transactions by 2015, with 95% of Mobile traffic being data by 2015. There are already nine billion devices around the world currently connected to the Internet, including computers, smartphones and sensors and this is expected to increase dramatically within the next decade, with estimates ranging from 50 billion devices to reaching one trillion.

Working with experts in the lab, clients will have the opportunity to explore the range of approaches and technologies available. The IoT provides new sources of data for enterprises to gain insight and drive real business value. For example, a retailer can use this data to provide better customer service, an industrial business can more efficiently manage equipment and an insurance company can create more accurate risk models.

Visiting the lab will provide clients with the opportunity to see and try out IBM and partner solutions and work with

experts to turn ideas into reality.

For more information on IoT Foundation please visit: https://internetofthings.ibmcloud.comFor a look inside the lab please watch this preview video: http://youtu.be/CE-glJtg4C8

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Device Democracy - Saving the Future of the Internet of Things

This new report from IBM's Institute for Business Value challenges some of the current thinking around the Internet of Things. The Internet of Things (IoT) is the connection of everyday objects using embedded computing devices to the Internet allowing them to interact and perform automated functions. The authors suggest that business and technology leaders need to fundamentally rethink technology strategy by building solutions for privacy, autonomy and radically lower cost.

So far, the first wave of the IoT has focused on very high-value applications - there have been visible successes in continuous monitoring of jet engines, automated smart meters and remote healthcare management. However, demand has been slow to take off in many areas: only 30 percent of heavy industrial equipment is networked and only 10 percent of smart TVs are used for Internet viewing. Perhaps the slowest area of adoption is home automation, where consumers have failed to embrace devices from smart toothbrushes to refrigerators.

The authors propose a new architecture for the IoT, where the blockchain (as used with Bitcoin) is the framework facilitating transaction processing and coordination among interacting devices. This would provide a tamper-proof transaction database shared by all the devices, delivering the security that the IoT currently lacks.

Adopting secure peer-to-peer computing to process the hundreds of billions of IoTtransactions can significantly reduce costs associated with installing and maintaining large centralised data centres.

Using this architecture, people can dynamically create and maintain rules of engagement with other devices. These rules provide a powerful mechanism to define relationships between and permissions for devices based on user-defined proximity. For example, your dishwasher and washing machine could negotiate over the electricity supply to provide you with clean dishes and clothes cost-effectively.

For more information about the authors and to download the paper please visit http://ibm.biz/devicedemocracy

Using everything from Bluetooth beacons to Wi-Fi-connected door locks, physical

assets stuck in an analog era will become digital services.

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New IBM Partnerships with Microsoft, SAP and Twitter Provide More Cloud Services

In the previous issue we highlighted IBM’s partnership with Apple. In October, IBM announced three new strategic partnershipswhich will provide clients with many more ways to benefit from cloud based services.

Twitter’s alliance with IBM brings together Twitter data which distinctively represents the public pulse of the planet with IBM’s cloud-based analytics, customer engagement platforms and consulting services to help clients make better, more informed business decisions.� IBM will offer Twitter data as part of select cloud-based services and consultants will have access to Twitter data to

enrich services for clients� IBM and Twitter will deliver a set of enterprise applications to help improve business decisions across industries and

professions� Developers will be able to integrate Twitter data into new cloud services they are building with IBM’s Watson

Developer Cloud or IBM Bluemix

For more info: http://www-03.ibm.com/press/us/en/pressrelease/45265.wss

Microsoft and IBM will make key software available on each other’s cloud platforms� IBM middleware such as WebSphere Liberty, MQ, and DB2 will be available on Microsoft Azure.� Windows Server and SQL Server will be offered on IBM Cloud.

The companies are also working together to deliver a Microsoft .NET runtime for IBM’s Bluemix cloud development platform – making it more accessible for a wider range of developers.

To support hybrid cloud deployments, IBM will expand support of its software running on Windows Server Hyper-V, and the companies plan to make IBM Pure Application Service available on Azure.

For more info: http://www-03.ibm.com/press/us/en/pressrelease/45196.wss

SAP HANA Enterprise Cloud is now available on IBM Cloud Managed Services and SoftLayer.

This gives clients the ability to purchase access to SAP's enterprise business applications as a service; the service will eventually be available in 40 IBM cloud data centres worldwide. This partnership will enable organisations to securely manage SAP workloads on a consistent infrastructure, with transparency and control over where data resides.

For more info: http://www-03.ibm.com/press/us/en/pressrelease/45049.wss

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Extreme Blue 2015 – Call for Client Projects

Extreme Blue is IBM’s industry leading intern innovation delivery programme. Top talent student interns, supported by IBM mentors and lab teams work with client subject matter experts to deliver new capabilities to address client and IBM challenges in just 12 weeks.

In the last 4 years we’ve delivered Extreme Blue projects with Strategic Outsourcing clients in the UK & Ireland on topics such as:

� Human and vehicle interaction for an automotive client

� Digital footprint risk-based authentication for mobile apps for a financial services client

� Personalised gamification solution for an online retail client

� Environmental dashboard solution for an energy exploration and production client

As part of our ongoing Client Innovation Programme, we are now looking for clients to partner with on Extreme Blue both in the UK (IBM Hursley Lab) and Ireland (IBM Dublin Lab) in 2015.

If you want to drive an accelerated innovation project in an emerging technology area, have a business strategy which places technology at the core and can provide joint IT and business sponsorship, Extreme Blue could be just right for you.

We can’t guarantee your project will get selected as it’s a very competitive process but we’ve had great success to date.

For more information on Extreme Blue in 2015 please contact your IBM account team as soon as possible who will engage the IBM subject matter expert on this topic, Danny Williams.

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Technology Innovation Exchange - March 3rd 2015

Over 200 client attendees attended the Technology Innovation Exchange events in 2014 and feedback continues to be extremely positive For those new to these events, they provide a forum for clients to engage and networkon key innovation topics with both IBM subject matter experts and their peers.

The first TIE event of 2015 will take place on 3rd March in IBM London South Bank. The agenda includes:

� IBM’s Global Technology Outlook 2015 - hot off the press!

� “Internet of Things for Everyone”

� Security Intrusions - prevention and response - speaker from the IBM Global Cyber Security Intelligence & Response Team

� Client innovation example

� Technology demos – including cloud-based app deployment, delivery analytics and DevOps

Registration for the event is now available. We anticipate another fully subscribed event and would like to thank all our clients for the continued support and success of this programme.

Invitations are being extended by the IBM account Project Executives. The registration site is http://www.ibm.com/events/TechnologyInnovationExchange/March2015 For any questions please contact your IBM account team, who will follow up event organisers Trevor Clifton and Danny Williams.

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Client Innovation Projects: IBM SAP Cloud Drives Client Value

This time we highlight a case study created with one of our Strategic Outsourcing clients in the UK, Edwards, a leading developer of innovative vacuum technologies used in manufacturing, industrial and scientific environments.

Business need: To support continuing business growth, Edwards needed a scalable SAP hosting solution from a trusted provider.

Solution: IBM Global Technology Services developed and delivered IBM Cloud Managed Services and IBM Cloud Managed Services for SAP Applications hosting infrastructure designed to meet the company’s requirements.

Client Benefits: The IBM Cloud platform now supports Edwards’s strategic growth objectives, delivers 70 percent more computing power and has boosted system performance whilst at the same time driving down costs.

Is this Innovation? With cloud services an industry norm (rather than something new) why do we highlight this as an innovation example? Well, Edwards was one of the first clients globally to board onto the IBM SAP Cloud service and the project was a great example of a collaborative approach to governance and delivery when migrating to a new ‘first of a kind’ service. But the real reason is that in line with the definition of innovation agreed with many clients – the project used new ideas and services to drive change to deliver real client business value.

Read the full story: http://www-03.ibm.com/software/businesscasestudies/us/en/gicss67sap?synkey=U102933I02946N79

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Questions and/or Feedback?

As always we welcome questions, feedback and input.

Please take a minute to visit the link below to provide feedback and suggestions for future editions.

http://ibm.biz/cidu-feedback-jan-2015

Please also contact your IBM account team oremail Danny Williams [email protected]